Unable to Make Video Calls with Error "Sorry, you're not allowed to join this call" When Hipchat Server Has Invalid Server Time

Still need help?

The Atlassian Community is here for you.

Ask the community

This article only applies to Atlassian's server products. Learn more about the differences between cloud and server.

Problem

When trying to join a video call, users see the following error:

Diagnosis

  • Running the Hipchat video checks on the server shows the expected results:

    admin@hipchat:~$ hipchat video --checkkeyserver
    Successfully communicated with https://video.hipchatserver.com
    admin@hipchat:~$ hipchat video --checkpublickey
    The keyserver has your key
  • Users are able to use video at https://apprtc.appspot.com/ without any issues.
  • Running the date command to confirm if the the server time is in sync with the time of the machine hosting the instance will show that there is inconsistency between them

Cause

The JWT tokens that are generated on the Hipchat Server have a not valid before and not valid after time range that the hipchat.me video service checks. If the Hipchat Server's time is more than 10 minutes out of sync with hipchat.me, the JWT tokens will be outside the acceptable time range and will be regarded as invalid. 

Workaround

Usually, correcting the time on the Hipchat Server instance will resolve the issue. Restarting the NTP daemon in Hipchat Server command line interface will force a time sync when the service is restarted:

sudo dont-blame-hipchat -c "service ntp restart"

(info) NTP requires outbound connectivity to the NTP servers (0.atlassian.pool.ntp.org and 1.atlassian.pool.ntp.org by default)

Last modified on Jan 19, 2018

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.